ANALISIS KEPUASAN PEMUSTAKA PADA LAYANAN KOLEKSI DIGITAL MENGGUNAKAN METODE LibQUAL+™ DI BALAI LAYANAN PERPUSTAKAAN DPAD DAERAH ISTIMEWA YOGYAKARTA

This study aims to determine the level of user satisfaction with the performance of digital collection services at the DPAD Library Service Center in the Special Region of Yogyakarta. Type of this research was descriptive quantitative. The subjects in this study were users who had used collections, interacted with librarians, accessed the digital collection service website at the DPAD Library Service Center and the object in this study was user satisfaction. This study obtained 99 samples using the Taro Yamane formula. This study used purposive sampling as sampling technique. The research variable was user satisfaction on digital collection services using the LibQUAL +™ method. Validity and reliability test determined by Product Moment correlation formula and Alpha Cronbach. Data analysis used measurement level of conformity and score average between expectation level and service performance level then used gap analysis to determine user satisfaction level. The study show that the user satisfaction level in the dimension/sub variable aspect was dissatisfied with value of -0.47 and respondent level of conformity 86.78%, while the indicator aspect was dissatisfied with value of -0.46 and respondent level of conformity 87.13%. Based on these results, the researchers recommend that libraries should improve and maintain the quality of service to fulfill the expectations of user satisfaction